Senior Sales and Service Performance Management Manager - Hang Seng Bank (HK)

Some careers have more impact than others.
 
If you’re looking for a career where you can make a real impression, join Hang Seng and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, Hang Seng offers opportunities, support and rewards that will take you further.

Hang Seng Customer Contact Centre has continually innovated to provide best-in-class, customer-centric, and professional all-round banking services through phone banking and digital banking to our valued customers.

We are currently seeking high caliber professionals to join us as Senior Sales and Service Performance Management Manager, reporting to Head of Customer Contact Centre

Principal responsibilities

• Manage teams and functions under Sales and Service Performance Management at both onshore and offshore, creating an environment with a robust operational, financial and people infrastructure that contribute to the delivery of the overall strategy and sales and services targets
• Drive sales performance and revenue growth by owning end-to-end sales strategies, setting aggressive yet achievable KPIs, coaching teams on effective cross-selling and upselling techniques across key products (deposits, investments, insurance, cards, loans, and mortgages), and implementing performance incentive schemes to consistently achieve or exceed business objectives
• Champion customer experience excellence by taking full ownership of CX strategy and delivery; develop and execute a long-term customer experience roadmap; continuously monitor and elevate NPS; lead customer journey mapping, voice-of-customer analysis, and complaint handling efficiency and quality, and initiatives from Customer Relations and Quality Assurance teams; promote “treat customers fairly” and drive “good customer outcomes”; embed a customer-centric culture across all channels (phone, digital, and conversational) to enhance customer loyalty, satisfaction, and advocacy
• Support the formulation, review, and execution of Contact Centre strategies, ensuring strong alignment with Group and local business priorities while delivering superior results in sales, service quality, customer experience, and people experience KPIs
• Analyze and interpret complex sales, operational, and customer data to generate actionable insights; make timely, informed decisions based on metrics, policies, and market trends to optimize performance and capitalize on business opportunities
• Ensure robust risk and compliance governance in all sales and service activities, maintaining the highest standards of operational quality, regulatory adherence, and customer protection while supporting sustainable business growth
• Drive transformation and people experience changes to deliver the strategy and meet the challenges

Requirements

• University Graduate in Business, Operations Management or Finance, with over 8 – 10+ years relevant experience in retail banking or financial services
• Proven success in driving sales performance within consumer/ retail banking channels, including strategy execution, products support, hotlines management , phone banking projects, sales and service management
• Strong expertise in performance management: setting KPIs, designing incentive schemes and leveraging data analytics to enhance sales productivity and team effectiveness
• Sound operations and people management knowledge of branches and contact centres, preferably with experience in managing a team of 10+ staff; strong leadership skills to motivate, develop, and retain talent.
• Solid background in channel management, contact centre operations, including voice and chat,  covering various products including deposits, investment, insurance, cards, loans and mortgages
• Excellent analytical, communication, and interpersonal skills; proficient in data interpretation and stakeholder management; ability to thrive in a fast-paced, target-oriented environment